Customer success teams across software companies monitor key metrics religiously—reviewing dashboards, logging customer interactions and celebrating progress. But here’s the uncomfortable truth: ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

When it comes to customer success, businesses tend to focus on resolving complaints and finding ways to streamline the onboarding process. This is obviously an essential and valuable aspect of any ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Kathleen Lucente I’ve ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More As business-to-business (B2B) companies and software vendors know, ...

American Airlines announced the layoff of hundreds of employees Monday as the carrier seeks to reorganize and improve its customer service team, according to the airline. "Today, we announced updates ...